Services

Conrad launches WhatsApp-based redressal system

TNN | Updated: Jan 23, 2019, 9:37 IST

SHILLONG: Chief minister Conrad Sangma on Monday formally launched a WhatsApp-based public grievance redressal mechanism. A complainant can now send his or her grievances via WhatsApp to a special number (9436394363) opened for that purpose. People who do not have smartphones may also send text messages on this number. Citizens can lodge their complaints in any language Khasi, Garo, Pnar, Hindi or English, an official communiqué stated. There is, however, no incoming call facility on the number. Incomplete messages, complaints that do not follow the set format and spam messages will be deleted, the official statement added. The system, which is the first-of-its-kind in India, would enable citizens to connect with the chief minister’s office directly and get their problems solved, Conrad said. “The basic idea is to connect with the people. The digital system will usher in greater accessibility. It will also in turn allow us to address immediate problems in a more efficient and speedy manner,” he added.

“The system will identify the nature of the complaint and generate a unique code for the same. The complaint will be then forwarded to the concerned department or office at either the district or state level for taking immediate corrective action. The complainant will be informed of the action-taken report. A monthly summary report of the complaints — in a department- and district-wise manner — will be generated to see where the maximum complaints are originating from. This way, the departments will be encouraged to take proactive action without the people having to complain. The chief minister will review the system during his monthly video conferences with the deputy commissioners,” an official said. “Citizens from any part of the world can send complaints or grievances related to issues in Meghalaya. The complaints should follow this format — name, whether you wish to disclose your name and identity, nature of complaint, department concerned, location (village/locality/town/district), pictures or videos if any. The phone numbers will be kept strictly confidential,” the official elaborated.